CEM Client Connection Failure: Performance Counter Registry Error - ITMS 8.8.1

Products

• IT Management Suite
• Client Management Suite

Issue/Introduction

Cloud-enabled Management (CEM) clients fail to establish connectivity after an upgrade of the Symantec Management Platform (SMP) and Internet Gateway (IG) to version 8.8.1. This issue affects existing and newly generated CEM clients. Logs indicate a System.InvalidOperationException related to performance counter initialization, preventing the IG service from bridging traffic to the Notification Server.

 

Symptoms

• CEM clients fail to connect to the Internet Gateway post-upgrade.
• Registry key HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\Symantec SMP Internet Gateway Servers is missing or the Servers counter group is absent.
• Internet Gateway logs show the following exception:

 

[8] 02/12 07:54:30 (InternetGateway)

 

Exception during receive from [ip:192.168.xx.xx:xxxxx, id:89a84aba-24bf-4827-bc56-b302cdf3b3d2, type: Client, disposed: False] and sending to []: System.InvalidOperationException: The requested Performance Counter is not a custom counter, it has to be initialized as ReadOnly.
   at System.Diagnostics.PerformanceCounter.InitializeImpl()
   at System.Diagnostics.PerformanceCounter..ctor(String categoryName, String counterName, String instanceName, Boolean readOnly)

Date: 02/12 07:54:30, Tick Count: 0 (00:00:00), Size: 1.17 KB
Process: InternetGateway (62256), Thread ID: 137, Module: InternetGateway.exe
Priority: 5

 

 

Environment

ITMS 8.8.1

Cause

During the upgrade to ITMS 8.8.1, the performance counter group "Servers" for the SMP Internet Gateway service is not properly registered in the Windows Registry.

Because the IG service requires these counters to manage server-side statistics during socket initialization, the service fails to process incoming CEM client requests.

Resolution

The issue has been addressed in ITMS 8.8.2 release.

Workaround: Recreate Performance Counters

1. Verify Registry Key:

   • Open regedit.exe.
   • Navigate to: HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Services\.
   • Check for the key: Symantec SMP Internet Gateway Servers.

2. Execute Counter Recreation:

   • Log in with the administrative account used during the upgrade.
   • Open Command Prompt as Administrator.
   • Navigate to the installation directory: C:\Program Files\Symantec\SMP Internet Gateway\
   • Run the following command:

     InternetGtwMngrCmd.exe -counters

 

Validation Steps

• Confirm Symantec SMP Internet Gateway Servers registry key exists.
• Verify the Internet Gateway service is running.
• Test connectivity with a CEM-enabled client; agents should register successfully without a service restart.

 

Important Notes

• Registry may appear “fine” but still missing the specific “Servers” counter group.

• Executing -counters resolves both missing and corrupted counter registrations.